With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Do you want to empower every person and every organization on the planet to achieve more? Are you passionate about the operational health of an organization? Are you driven to ensure proper management of major incidents to help provide quick resolution? Do you want to work in an open and inclusive environment where diverse perspectives are celebrated? Do you enjoy leading and developing people?
If so, the Global Crisis Incident Manager for the Command Center in the Microsoft CE&S organization is for you.
CE&S is one of the most exciting businesses to be part of at Microsoft today. As one of the largest services and support networks in the industry, Microsoft Customer Service and Support (CSS) helps more than one billion customers around the world each year. As a member of our team, you will be in the forefront of the Microsoft technologies with interactions across the full spectrum of our products and services, on premise and in the cloud.
Our team is looking for a Global Crisis Incident Manager to respond to and mitigate critical and high impact global events and escalations. Working within a specialist team, you will be responsible for directing and coordinating the Major Incident process with related activities of resolver teams across the Customer Service Support organization and taking lead on major incidents to ensure the business receives relevant communications/updates and service is restored against Service level Agreements (SLAs).
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications:
- Bachelor’s Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement
- OR equivalent experience
- 2+ years experience in managing incidents, escalations, crisis events, or other relevant experience in a fast-tempo 24×7 environment
- Enterprise experience in Incident Management and understand a diverse set of potential business impacts due to incident
Business Program Management IC4 – The typical base pay range for this role across the U.S. is USD $91,800 – $178,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $117,900 – $195,000 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Responsibilities:
- Being part of a Global Incident Management shift pattern to ensure 24×7 coverage. This position requires potential work outside of normal business hours and/or an on-call rotation
- Take full responsibility for major incident management from initiation until an acceptable IT work around is in place
- Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions
- Work closely with technical/engineering teams, the Operations Command Center, Service Desk, and other Incident Teams to ensure effective identification of incidents
- Lead any ”major incident reviews” and/or lead the Customer Service and Support ( CSS) ‘live site review’ or participate in the appropriate Engineering ‘live site review’ in line with incident management processes and procedures to ensure effective post incident documentation is produced to:
- Collaborating with engineering teams, obtaining a deep technical understanding of their core tools and associated processes
- Ticket management ensuring stakeholders are updated on progress, timeframes and resolution plans
- Ensures vendors are adhering to all KPIs through quality and reporting checks
- Manages any escalations or queries on the incident/major incident process
- Working with the engineering teams to conduct root cause analysis on technical issues.
- Complying with all relevant security, quality, and regulatory policies as well as department development standards